Branch Manager

Essential Duties/Responsibilities

Team Leadership, Development, and Platinum Service Excellence:

• Leads the team to achieve financial, sales, and service goals as outlined in the credit union’s strategic plan.
• Provides consistent coaching, fosters professional development, and inspires team productivity and engagement.
• Facilitates regular team meetings to clearly communicate expectations, address and negotiate potential conflicts, and influence procedural changes to enhance efficiency and effectiveness.
• Encourages a collaborative and supportive team environment, promoting open communication and mutual respect.
• Recognizes and rewards team achievements, providing positive reinforcement to motivate and empower team members to grow in their roles.
• Acts as a mentor and role model, demonstrating expected values and behaviors.
• Supports continuous learning and development, identifying opportunities for team members to enhance their skills and advance their careers within the credit union.
• Conducts weekly meetings to review platinum service strategies and progress, ensuring the branch meets or exceeds its goals by providing tailored, value-added recommendations of products, services, and digital solutions to members.
• Sets and reviews expectations for production goals, closely monitoring overall performance of team members.
• Observes team member interactions with members, providing coaching and positive reinforcement to enhance performance and recognize team members.
• Promotes and establishes strong, positive, and productive working relationships within the organization by committing to the company’s purpose, mission, and core values. Fosters a collaborative and supportive work environment that encourages team members to excel in their roles.

Member Service and Experience:

• Ensures professional and efficient member service delivery, promptly addressing member requests and resolving problems.
• Engages with members in the lobby and sets standards for platinum level service.
• Listens to and resolves member concerns, using feedback to coach team members and enhancing service quality.
• Assumes the role and responsibilities of a Member Consultant, providing financial counseling and services to members, ensuring their financial needs are met with expertise and care.
• Contacts detractor members from surveys to resolve member satisfaction issues and escalates concerns to the District Director as needed.

Branch Operations Management:

• Directs and administers branch goals and operations to achieve financial performance.
• Supervises work schedules and workflow of daily routine operations. Maintains accurate payroll and attendance records.
• Completes orientation of new team members in overall branch procedures and tracks individual progress to ensure that team members are trained in all phases of their respective positions.
• Responsible for operational audits, regulations, and compliance policies and procedures, including but not limited to the prevention of losses through fraudulent activity. Responsible for determining that proper controls of monetary instruments, overnight depository items, and cash (if applicable) are properly controlled and handled in accordance with credit union procedures.
• Ensures branch security and oversees prudent safety measures. Coordinates the procedures necessary to open and close the building in accordance with set hours and tests security equipment monthly.
• Ensures proper maintenance and general housekeeping of the building, grounds, work areas, and equipment. Coordinates maintenance requests with applicable departments as needed.

Community Outreach and Business Development Initiatives:

• Leads the branch to achieve goals for new memberships through participation in and actively pursuing community outreach initiatives to generate referrals. This includes attending local events and joining community organizations to promote the credit union’s services.
• Oversees growth and development of the branch, including executing marketing and business development plans to enhance the branch’s visibility and reputation in the community.
• Monitors local market environment to identify opportunities for growth and to refine business development strategies.
• Develops profitable business relationships within the community, increasing overall branch performance and productivity. Actively participates in membership drives and commits time outside the branch visiting current member groups to strengthen relationships.
• Collaborates and assists with Business Development programs, aiming to acquire new member relationships and expand existing ones.
• Works to enhance the growth and recognition of the credit union through strategic relationship management and community engagement.

Statement of Understanding

This job description is intended to provide a general overview of the essential duties, responsibilities, requirements, and working conditions associated with the position. It is not intended to be an exhaustive or comprehensive list of all tasks or responsibilities. The organization may assign additional duties or modify existing ones as needed, at its discretion. Job descriptions may be updated periodically to reflect business needs and organizational changes.

Reasonable accommodations may be made in accordance with the Americans with Disabilities Act (ADA) and other applicable laws, so long as such accommodations do not pose undue hardship to the organization or create significant health or safety risks.

Nothing in this job description should be construed as creating an employment contract, either expressed or implied. Employment remains at-will, meaning that either the team member or the organization may end the employment relationship at any time, for any reason not prohibited by law.

Equal Employment Opportunity (EEO)

Georgia United is committed to providing equal employment opportunities and fostering a workplace where all individuals have the chance to succeed. We consider all qualified applicants for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We value the unique perspectives and contributions that each team member brings to our organization, believing that a diverse and inclusive workforce strengthens our credit union.

E-Verify

Georgia United participates in the U.S. Department of Homeland Security’s E-Verify program. E-Verify is an online system used to confirm the eligibility of employees to work in the United States. This process involves electronically verifying the information provided by new hires against records maintained by the Department of Homeland Security and the Social Security Administration.